Team Leader - First Line

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Major offices in Sweden (HQ), Canada, Greece, India, and Poland.

About the role

The Customer Services department at ETG is dedicated to enhancing the customer experience through ongoing efforts to implement improvements and drive positive change. We're seeking a dynamic Team Leader to guide and inspire our dedicated team. The ideal candidate possesses strong leadership skills, a problem-solving mindset, and the ability to drive team performance. If you're passionate about fostering growth and collaboration in a fast-paced environment, join us in shaping the future.

Requirements

• Minimum 2 years of experience in GDS (Sabre, Amadeus, or Galileo)
• Minimum 2 years of team handling experience in a contact center
• Windows, MS Office, Google Applications (expert)
• Fluent in English - any additional language will be considered a plus
• Team player
• Preferred: Graduation or master’s degree in Tourism, Business Administration, or a relative field Amadeus, Sabre, and Galileo (expert) Excellent communication skills

Duties & Responsibilities:

• Team development responsibilities
• Support team members in their daily tasks
• Deliver training on the job
• Discuss & set personal targets with each team member
• Monitor team: their behaviour towards customers & colleagues, their problems or ideas
• Evaluate team members: performance, mistakes, losses, creativity, strengths, weaknesses, attitude
• Discuss the team’s performance (quality of their services, mistakes, productivity) with the Assistant Manager and work on improvements whenever necessary
• Organize & run regular team meetings and one-on-ones to groom team members
• Assess received feedback from clients/colleagues
• Prepare reports
• Discuss/report performance of day/week and special issues - quality wise with the Manager
• Discuss or escalate daily issues and report the day's Summary to the Manager
• Ensure the team’s effective functioning
• Manage team members’ daily schedules and ensure assigned tasks are completed
• Supervise attendance and ensure time adherence by all team members
• Monitor Calls & Delegate cases as appropriate
• Coach and mentor team members to grow in their role 2-3 years of minimum experience in team handling in the respective travel industry or at a similar position

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.